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Zest Cruise Ship Recruitment Pty Ltd - Customer Service Policy Statement
At Zest Cruise Ship Recruitment Pty Ltd we endeavour to provide you with the best possible service at all times. If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us, our contact details are set out below. We will respond to your query within 3 - 5 working days.
This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.
All recruitment consultants will be trained in customer service standards; will exhibit customer friendly service skills; and be knowledgeable, professional and courteous in meeting the needs of our customers.
Zest Cruise Ship Recruitment Pty Ltd will return all phone calls and emails received from clients and registered candidates and applications in respect of specific vacancies within agreed timescales. Where we are unable to meet this agreement we will inform you of this as soon as possible and agree a new deadline.
As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and that they are consistently applied to all our customers.
Zest Cruise Ship recruitment Pty Ltd seeks fair, just and prompt solutions when possible to any complaints and appeals. All such issues should be directed to the Consultant that is assisting you in the first instance, where they will be acknowledged and directed to the attention of the appropriate person. A complaints process is in place for any disputes; A copy is listed below
Wherever possible, without compromising our legal requirements and professional standards we strive to reduce the burden of unnecessary paperwork.
Zest Cruise Ship Recruitment Pty Ltd - Complaints Policy
1 Our Policy
The recruitment and selection process for 2009 aims to have processes which are fair, transparent and free from discrimination. We publish our standards and requirements on our web site and aim to comply with external standards.
Final decisions will be made in accordance with relevant client policies, employment legislation and statutory procedures.
We recognise that sometimes errors or failings can occur in process or procedure or in the way decisions are made. If you believe this has happened to you, you can use our complaints procedure. This complaints procedure provides a mechanism through which complaints can be investigated, responded to and where necessary provided with a remedy.
Your privacy and confidentiality will be respected and balanced with the need for an open and fair investigation. The outcome of the investigation will be reported appropriately and where necessary acted upon to improve processes and our quality of service. Your complaint will need to be shared with others who have been involved with the recruitment process in order to ensure a thorough investigation is carried out.
2 What can I complain about?
You can complain about how Zest Cruise Ship recruitment Pty Ltd has treated you if you have evidence that processes or procedures have not been followed fairly, or the objectivity of decisions is called into question resulting in a major adverse effect. This includes meeting published deadlines.
3 How do I make a complaint?
You need to state your speciality and level, together with the complaint heading in the subject line. You must also provide full evidence to substantiate your complaint either within your email or as an attachment, along with a day time telephone contact number. If your complaint is about a late application or submission of documentation, you need to provide evidence about electronic failure.
Please write to firstname.lastname@example.org
The sooner you make your complaint, the easier it is to investigate, and the sooner we can put right any issues if we need to provide a remedy to you. For these reasons you should make your complaint as soon as possible and at the latest within twenty working days of the incident.
If operational problems arise which need immediate attention, please follow the steps below
(i) Problem with submitting my application form
If there is an issue which needs immediate resolution and relates to the receipt of your application form, send a detailed email to email@example.com before the closing date for that application and detail the precise nature of your problem.
(ii) Problem about interview attendance
If an issue occurs after shortlisting and prior to the date of your interview, please firstname.lastname@example.org providing 24 hour telephone contact details.
(iii) Problem on the day of the interview
If you are unable to attend your interview, due to an emergency situation arising on the day of the interview, please email email@example.com heading your email, 'URGENT - Interview today' in the subject line. If an issue occurs at the interview venue, please speak to the consultant or the Senior Manager on duty.
4 How we manage your complaint
If there are particular requirements which you should have followed, but have not, we cannot treat your complaint within this procedure, but we will respond to the issues you have raised.
There are other issues which are excluded from the complaints process:
- If you disagree with the principle of the process, its outcomes or judgements that have been made by the shortlisting or interview panels;
- If you allege unfairness of practice and process but you do not supply evidence to substantiate your allegation;
- If you were judged insufficiently strong enough to merit competitive appointment to a post purely on the basis of your ranking in shortlisting or interview;
- If you wish to appeal against any decisions Zest Cruise Ship recruitment Pty Ltd is obliged to take to remain within appropriate employment law.
You need to
- Submit your fully completed application form before the deadline. Late applications will not be accepted;
- Attend an interview during the indicated week(s);
- Respond to job offers within 48 hours, otherwise you will be deemed not to have accepted the job;
- Comply with national guidance with respect to withdrawing from all other applications as soon as an offer is accepted;
- Fulfil all eligibility criteria;
- Provide a reliable email address which is not filtered out by Zest Cruise Ship recruitment Pty Ltd as spam or junk mail;
- Check the cruisestaff.com.au website and your emails at least every 24 hours for updated information;
- Provide any appropriate documentation for required eligibility checks promptly and in full;
- Provide promptly any requested documentation, such as Passport details, visa appointments, within the appropriate deadlines.
We will acknowledge your complaint within two working days of its receipt and give you a unique reference number which you need to quote in any subsequent correspondence. We recognise that complaints vary in complexity and in investigating them, may need information from people who do not work for the Zest Cruise Ship recruitment Pty Ltd. We aim to answer less complex complaints within ten working days and will update you at this point and every ten working days if the investigation into your complaint needs a longer period in which to respond fully.
Zest Cruise Ship Recruitment Pty Ltd will appoint a senior manager who has not been involved in the recruitment process about which you are complaining to consider the results of the investigation and respond to you.
Where Zest Cruise Ship Recruitment Pty Ltd has upheld your complaint and proposes a remedy, the Senior Manager will contact you about this remedy.
If you are unhappy about the decision regarding your complaint, you can appeal within twenty working days of receiving our response to your complaint. You need to provide enough evidence for your appeal. We cannot review a decision with which you disagree, when there is no new evidence to consider.
We will acknowledge your appeal within two working days. We will then prepare a case statement for review by a previously uninvolved Director. We aim to complete this review and provide you with a decision or advise you if further investigation is needed, within twenty working days. If a decision on your appeal is taken then a full written explanation for this decision will be given to you. Where your appeal requires further consideration, we will advise you of this. Following this further investigation, we will then provide our decision about your appeal in writing within thirty working days of receiving your appeal. Where necessary, you may be invited to present your case at a meeting with the Director. If we need to provide a remedy to the way you have been treated by Zest Cruise Ship recruitment Pty Ltd. we will contact you to arrange this.
This appeal stage is final and completes the process. There is no further right of appeal.
6 Withdrawal of complaints
You can withdraw your complaint at any time, by writing to and quoting your reference number to firstname.lastname@example.org Your complaint will then be closed permanently and therefore will not be re-opened.